BlueOcean

FEBRUARY 7, 2019

But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction.

Metrics 219

Metrics Customer Care 2019 Measurement 219

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Total Value Returned Rate is a key metric that also has to be tied to customer retention.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Wootric

MAY 12, 2020

The second school says to ask NPS at major milestones in the customer journey (e.g., When we launched our NPS program at Wootric, we started by measuring at regular intervals, but today we measure based on the customer journey. 48% of customers who had negative experiences told 10 or more others. For now, yes.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

SmartKarrot

JULY 26, 2021

This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience? Customer experience (CX) refers to the impressions that your customers have on your business. CX is based on the different interactions that the customers have throughout their journey.

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11